Customer Administration Tasks
During ongoing use of the system, your Uptivity administrator may need to configure new channels or reconfigure existing channels. At those times, this integration requires changes to the Voice Boards page. The number of voice board channels corresponds to the number of channels configured on the physical Ai-Logix card. Adding channels may require purchase and installation of server hardware and Uptivity licensing. Contact Support for additional information.
The number of Mitel SRC channel licenses must match the number of Uptivity WFO seat licenses for the implementation. If you add recording channels, confirm that you have sufficient SRC channel licenses to support the new channels.
For more information on voice board tasks, search online help for keyword voice boards.
Channel Configuration Settings for Voice Boards
This section provides a reference to channel settings that must be configured for the Ai-Logix LD integration. You should refer to this section whenever you add new channels to your Uptivity system.
Any other voice board changes should only be done under direct supervision from Uptivity Support. Done incorrectly, voice board modifications can have serious negative impact to your system. In addition, altering the hardware configuration of your system may void your warranty.
The following table shows the settings that apply when configuring channels for Mitel SRC integrations.
|
Setting |
Definition |
Value |
|---|---|---|
| Assign | Used in deployments where physical devices and channels have a one-to-one correspondence, or to allocate specific channels to specific types of recording. For details, search online help for keyword channel assignment. | Concurrent Licensing: Anything
Per-Seat Licensing: Dedicated Record |
| Assign Value | If Assignment Type is Anything, leave this field blank. If Assignment Type is set to a Dedicated Record option, enter the value for the corresponding device. This value is case sensitive. | |
| Name | Leave this field blank; recordings are sent by the SRC and any phone may be recorded on any channel. |
CTI Monitors
In some integrations, NICE Uptivity requires a list of devices to monitor (CTI Monitors). Any phone or device that should be monitored must be configured in this list. You can also establish Prefix and Postfix settings for all monitors, which can be used to distinguish extensions by areas or groups.
With Mitel SRC, the NICE Uptivity CTI Core service monitors the phone devices to be recorded. When you add or reconfigure a channel, you must configure a CTI monitor for each of these values. In multiple Core/multiple SRC environments, every CTI monitor change must be made on every core.
For more information on configuring CTI monitors, search online help for keyword cti monitor.
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